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eCRM capabilities of SME’s: A model and its relationships
Pacific Asia Conference on Information Systems (PACIS) conference, (2008)
  • Paul O Harrigan, University of Ulster
  • Andreas Schroeder, City University of Hong Kong
  • Israr Qureshi, Hong Kong Polytechnic University
  • Yulin Fang, City University of Hong Kong
  • Elaine Ramsey, University of Ulster
  • Patrick Ibbotson, University of Ulster
  • Darren Meister, The University of Western Ontario

Organizations today have a diversity of applications available which support the management of customer relationships, namely electronic-customer relationship management (eCRM) applications. Despite the growing needs of understanding eCRM in small and medium-sized enterprises (SMEs), research to date primarily focuses on large organizations in their investigation of eCRM. Building on the theory of dynamic capabilities, this paper examines the relationships among use of the internet infrastructure, eCRM capabilities, and their resulting benefits through a survey across 286 SMEs in Ireland. Findings present significant theoretical and practical contributions. It is posited that the ICT infrastructure of the SME strongly impacts eCRM capabilities of customer information management and communication. Further, it is posited that the level of use of ICT generally impacts on eCRM capabilities, with the exception of website management, which was not found to impact customer information management capability. Ultimately, the more proficient an SME’s eCRM capabilities, the higher the levels of benefits recorded. Our study into eCRM in SMEs provides a valuable theoretical contribution and also aims to inspire further research in this important area.

  • Electronic-Customer Relationship Management (eCRM),
  • SME,
  • Ireland.
Publication Date
July, 2008
Citation Information
Harrigan, P., Schroeder, A., Qureshi, I. Fang, Y., Ramsey, E., Ibbotson, P. and Meister, D. (2008), ‘eCRM capabilities of SME’s: A model and its relationships’, accepted for presentation at Pacific Asia Conference on Information Systems (PACIS) conference, Suzhou, China, 3-7 July.